To exchange or return your online order, please contact our customer care team: Monday – Saturday, from 10am-5pm on our email customercare@samra.com, WhatsApp number +971 56 244 4403 or UAE toll free number +971 4 80072672.
| Country | Estimated Delivery Time | Delivery Cost | Return / Exchange Window | Return Cost | Return Process Time |
|---|---|---|---|---|---|
| UAE | 1-2 Business Days | Free | 7 Days | Free | 2 – 7 Business Days |
| Saudi Arabia | 2-4 Business days | Free | 7 Days | 130 AED | 2 – 7 Business Days |
| Qatar | 2-4 Business days | Free | 7 Days | 130 AED | 2 – 7 Business Days |
| Bahrain | 2-4 Business days | Free | 7 Days | 130 AED | 2 – 7 Business Days |
| Oman | 2-5 Business days | Free | 7 Days | 130 AED | 2 – 7 Business Days |
| Kuwait | 4-7 Business days | Free | 7 Days | 130 AED | 2 – 7 Business Days |
| USA | 3-7 Business days | Free | 7 Days | 130 AED | 2 – 7 Business Days |
| United Kingdom | 2-5 Business days | Free | 7 Days | 130 AED | 2 – 7 Business Days |
| Rest of Countries | 3-7 Business days | Free | 7 Days | 130 AED | 2 – 7 Business Days |
Country Estimated Delivery Time Delivery Cost Return / Exchange Window Return Cost Return Process Time
ONLINE ORDERS SHIPPING POLICY
For places of shipment, please refer to the list of countries from DHL / FedEx. Please note that Samra does not ship to PO BOXES. We will use reasonable efforts to ensure a minimum lead time for delivery from the date of your order. Shipping outside GCC countries will be treated separately and requires proper identification documents. *Weekends & Federal holidays will not be considered as a regular business day with respect to estimated delivery lead time. When estimating package delivery time, please allow time for credit approval, address verification and order processing. Once the order is processed and ready for shipment, we will send you an advance shipment notification by email. The minimum shipment processing time is 3 days upon confirmation of the order. When ordering on the Website or through the Customer Care Center, you will receive an email notification with the tracking information related to the delivery of goods. Each delivery package will contain, in addition to your purchased Samra product: (i) all related accessories, if any, as applicable, and the Warranty Card and/or Certificate of Authenticity, as applicable; (ii) the packing slip with a price. Samra ensures each purchase during the time it is in transit until it is delivered to you. We require a signature by the recipient which confirms your acceptance of each Samra product delivered, at which point responsibility for your purchased goods passes to you.
ONLINE ORDERS REFUND & EXCHANGES
To qualify for a refund, all Samra Jewellery purchased pieces must be returned to us within 7 days of order delivery date under the following conditions:
Conditions To Return & Exchange
· You may exchange or return a Samra Jewellery piece purchased online if it is unused and in the same condition as you received it.
· Samra Pieces must be in their original packaging (box shopping bags) along with the piece authenticity card.
· Online order confirmation receipt must be provided.
Exchange & Return Process · You may contact us by email customercare@samra.com, WhatsApp number +971 56 244 4403 or UAE toll free number +971 4 80072672, providing your name and your online order number and will send you a confirmation of your exchange or return request.
· Once the exchange or return is approved:
UAE Returns- We will send you the return shipping label and arrange for the courier to collect the Jewellery, brand packaging and authenticity card.
Rest Of The world - We will send payment link of the return shipping cost. Once the payment is received, we will proceed to send you the return shipping label and arrange for the courier to collect the Jewellery, brand packaging and authenticity card.
· When returned pieces are received, they are submitted to Samra quality control. In the event of an exchange, we will send you an updated order confirmation as well as the courier label for the item that was exchanged for.
Refund Process:Refunds will be processed after the returned piece/s have been received and approved.
· Payment will be refunded to the customer through the same payment method.
· If you have paid using Tabby, your refund will be processed in accordance with the vendor terms and conditions.
ONLINE ORDERS EXCHANGE & REFUN POLICY
In the unlikely event that any jewellery piece, you have ordered from Samra is not received in good condition, is damaged or defective, or if merchandise delivered is different from what you had ordered, you may exchange/return the merchandise if it is unused, and in the same condition as you received it, in its original packaging along with original tags, for an exchange/refund. This exchange is permitted, provided the jewellery is in its original condition. Only one such exchange will be permitted against an invoice. Before accepting delivery of the product/s, please ensure that the packaging has not been damaged or tampered with. If you believe that the merchandise is not in good condition, or if the packaging is tampered with or damaged, before accepting delivery of the goods, please refuse to take delivery of the package, and call our helpdesk at + 971 4 80072672 (10:00 am to 5:00 pm UAE Time - GMT + 04.00 hrs) or emailing customercare@samra.com, mentioning your order reference number. We shall do our best to ensure that a replacement delivery is made to you at the earliest. If you have accepted the delivery and then realized that the package is damaged, please feel free to get in touch with us within 7 days of receiving the package. We shall not entertain any request beyond 7 days post the invoice date. Payment will be refunded to the customer through the same payment mode. For e.g., if a customer has ordered through a credit card, the cancellation amount will be credited back to the
same account. Please note that we shall not be responsible for any delays in credit to the Cardholder's credit card account as its managed by the Cardholder's issuing bank.
